Shipping & Returns

Returns Policy

At KO-JAY, every purchase is thoughtfully prepared in small batches using the highest quality botanicals, herbs, and premium oils to ensure exceptional freshness and efficacy. Because of our commitment to quality and the care that goes into each order, we do not accept returns or exchanges.

However, your satisfaction is very important to us. If you have any concerns with your order, please contact us within 7 days of delivery. Reach out to us at support@ko-jay.com with your order number and details about the product in question. Our team will review your situation and work with you to ensure a satisfactory outcome.

Shipping

Domestic (Canada)

Shipping rates are calculated at checkout: Shipping rates are automatically determined by a postal service application, which calculates the cost based on the specified dimensions, weight, and destination of your order.
Shipping timelines vary based on location and type of service selected. Shipping timelines are estimates.

International & U.S.A

Shipping rates are calculated at checkout: Shipping rates are automatically determined by a postal service application, which calculates the cost based on the specified dimensions, weight, and destination of your order.
Shipping timelines vary based on location and type of service selected.
Customers are responsible for any duties, taxes, or import fees. We recommend contacting your local customs office prior to placing your order to help you avoid any unforeseen charges.
We ship to all countries that accept imports from Canada.

Tracking Your Order

Once your order ships, you will receive a shipping confirmation email containing your tracking number. Please allow 48 hours for the tracking link to update.

Delays

Our team always works hard to ship quickly and include extra touches of care in packing, but delays are always a possibility when shipping. Common causes for delays include:

Carrier backlogs (especially during the holidays).
Postal Service strikes – Canada Post is currently on strike.
Weather/natural events.
Canada/U.S.Border relations, ie, changes to tariffs.

K0-JAY is not responsible for delays experienced once we have shipped the package. We recommend contacting the carrier directly for any questions about delivery.

Incorrect Address & Undeliverable Packages

Always double-check your shipping address before placing your order. If a package is returned due to an incorrect or incomplete address, we are happy to work with you to ship the package back out, but an additional shipping charge will be incurred.

Please note that we are unable to modify addresses or cancel orders once the package has been received by the shipping carrier.

Lost & Damaged Packages

If your order appears lost in transit:

If your order was delivered but cannot be located:

Check the perimeter of your home.
Check for a delivery notice slip.

Ultimately, KO-JAY is not responsible for stolen packages.

We understand that accidents happen. If your order arrives damaged or if there are any issues with the condition of the items, please contact us promptly at support@ko-jay.com with your order number, a description of the defect, and a photograph of the affected items. We review each case individually and will do our best to work towards a satisfactory resolution.

Out-of-Stock

We will notify you if an item you have ordered is out of stock. If we do not receive a response within two business days, your order will be processed for shipment as-is, and any remaining balance will be refunded to your original payment method.

Customer satisfaction is of the utmost importance to us. Should you have any problem with your order, please contact us at support@ko-jay.com a representative will follow up with you.

Canada Post Strike

As of September 26, 2025, Canada Post is on strike. During the national Canada Post strike, all shipments to PO Boxes will be suspended. We will not be shipping with Canada Post during the strike. We will select the most suitable courier for your shipment, taking into account factors such as destination and delivery speed.

Thank you for choosing KO-JAY.